BetAtHome Sportsbook dispute on suspended account

A BetAtHome Sportsbook (SBR rating C-) player has submitted an account dispute. The player deposited €408 through bank card on April 4. A €200 bonus was accepted. The user proceeded to complete wagering requirements before his account was blocked with a €1,550 balance. BetAtHome allegedly has not updated the player.

Update 14/6/2013: BetAtHome management tells SBR that player's documents were not high quality and player has yet to resubmit.

He claims that copies of his ID, front, and back of the payment method used were provided to the sportsbook. His ID was provided on April 17, whilst the other documents sent June 6-7 following his account suspension.

BetAtHome has confirmed receiving the documents but allegedly not provided any explanation on why the account remains frozen pending investigation and when or if there will be a resolution to the matter.

SBR is currently awaiting comment from BetAtHome Sportsbook.

The customer service experienced is not unlike previous BetAtHome disputes submitted to SBR. The sportsbook typically does not expand to players on the reason for an account suspension or the time-line a matter might be concluded. Normally, a deposit will be refunded and no further correspondence takes place.